Case Study: Auto & General achieves improved customer satisfaction, faster service and fewer complaints with Verint Systems' Knowledge Management Professional

Supporting multiple brands with a single Knowledge Management solution

Auto & General, the Australian underwriter behind brands such as Budget Direct, faced fragmented knowledge spread across multiple outdated systems and siloed teams as it rapidly grew. This made it hard for frontline staff and partners to find accurate information during customer interactions, leading to longer calls, duplicated content, inconsistent guidance, and extra maintenance effort.

To fix this, Auto & General implemented Verint Knowledge Management Professional and used Verint’s consulting to standardise content creation and rollout. The new platform delivered an intuitive, template-driven single source of truth, improving frontline access to information and adoption; outcomes included higher customer satisfaction and fewer complaints, increased employee confidence and engagement, faster process changes (hours not days), and stronger compliance and reporting.

Auto & General